Customer based SLA

Service level management is the process that includes identifying your business requirements and establishing the scope of services, timeliness, operation, recovery, and performance, essentially translating your business needs into IT requirements. This may mean performing a gap analysis to identify gaps between requirements and drafting and negotiating SLAs with the different business units. SLA management also includes measuring SLA performance, reporting on the results, and adjusting agreements as it becomes necessary.

Service level management (SLM) provides a framework where services and service levels are defined and agreed upon. The objective of SLM is to ensure that performance meets the changing needs of the client’s business through continuous improvement of services and processes.


of ecommerce organizations state a single hour of downtime costs more than $100,000


per minute is the average cost of network downtime


uptime is what you should expect from all modern IT service providers

Our work

  • Calex

    Calex is a market leader in decorative lighting and Europe’s biggest brand in WiFi SMART Home, based in the Netherlands and established as a brand…

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  • Image of laptop screen featuring Runnings website


    Runnings is a privately held retailer selling an extensive selection of pet supplies and sporting goods, including hunting and fishing equipment, clothing and footwear, lawn…

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  • Discovery for Tarkett

    Tarkett Group is a leader in the flooring industry and sport surfaces industry, with over 140 years of experience, and works with other top flooring…

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Service level management strengths

With more than 15 years of experience in supporting and maintaining more than 400+ organizations, we have refined, perfected, and crafted SLA options for our clients that motivate the right behavior for both parties. Our track record is backed up by the long-term relationships we have with our clients – they stay with us on average for more than 5 years.

Service Level Management abstract image

Optimized customer experience01

At Vaimo, we provide SLAs that put our clients and their customers’ experience first. This means always providing professional support to our clients’ businesses so that they, in turn, can provide a quick, secure, and uninterrupted customer experience.

Industry-leading track record02

Vaimo has an industry-leading track record when benchmarked against competitors in terms of performance, security, quality, and uptime. Our track record is backed up by the long-term relationships we have with our clients, who stay with us on average for more than five years.

Flexible conditions03

We provide flexible SLAs that can be scaled up or down to support our clients’ business needs, as they change with growth, market conditions, geographic spread, and changes in the business. This is possible because of our team size, with more than 500 dedicated specialists spread worldwide.

Clear agreements04

With Vaimo, you always get clear and unambiguous contracts that ensure a shared understanding of the expectations. With experience from crafting and negotiating more than 200 SLA’s over the last 12 years, we have perfected this process and developed clear best practices. Our specialists are aware of and can avoid common pitfalls and grounds for confusion.

A proactive approach05

The tools we use and the services we offer enable our team to proactively identify, troubleshoot, and resolve impediments before they impact your business. Some examples of this are automated tests, alerts and escalations, data breach monitoring, and data loss prevention tools.

Thorough service-level agreements

A service-level agreement (SLA) is what defines the level of service you expect from vendors. It describes the metrics used to measure the service and the remedies or penalties that should be implemented in case the agreed-upon service level is not reached. A thorough and clear service level agreement is a crucial component of technology vendor contracts.

Examples of what goes in to a service-level agreement include, but are not limited to:

Availability and uptime

Uptime is the amount of time the services are accessible to the customer, and it is often tracked and reported either per month or per billing cycle.

Specific performance benchmarks

These benchmarks are what performance is compared to overtime.

Response time

The time it takes for the service provider to respond to a request.

Resolution time

Once the provider logs issues and requests, this is the time it takes for the service provider to resolve them.

Business results

Here specific KPIs can be used to monitor and measure how the service provider contributes to the business performance.

Error rate

This metric tracks the percentage of errors, such as errors in coding or missed deadlines.

First-call resolution

This is the percentage of incoming calls resolved without any need for a callback from the help desk.

Average time to recovery

How long it takes to recover when there has been a service outage.


In penetration testing, Vaimo makes a simulated cyberattack on your ecommerce store to assess the security level of your system.

Time service factor

The percentage of customer service calls answered within a given period.

Turnaround time

How long it takes for the service provider to resolve an issue once it is received.

With Vaimo, you’re always prepared to manage the ebb and flow that characterizes ecommerce. We have a proven track record of managing ecommerce websites year in, year out and ensuring everything stays excellent through peak online trading periods like holiday seasons and Black Friday.

While many of our clients’ competitors experience interruptions in their service during peak online trading periods, our clients’ services and online offering remain reliable, fast, secure, and uninterrupted. To learn more about how service level management can benefit you and how Vaimo can help, reach out to our team today.

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